Customer Excellence Manager

Overview

We’re looking for a Customer Excellence Manager in BC who thrives on helping customers get the most out of GoVeyance after onboarding is complete. Once a customer has gone through onboarding and initial training with their assigned CSM, you will step in as their ongoing partner in adoption, optimization, and long-term success.

This role is all about meeting customers where they are—often on-site—to understand how they’re using our platform day-to-day, uncover areas where they may be stuck, and guide them toward workflows and features that make their business stronger. You’ll act as a trusted advisor: part coach, part problem-solver, part champion for the customer. Your work ensures that customers don’t just use the product, they grow with it.

What You’ll Do

Deepen Customer Adoption (Post-Onboarding)

• Engage with customers after they’ve completed onboarding and initial training led by their CSM.
• Conduct on-site visits to observe how teams are using the platform in real environments.
• Identify gaps, pain points, and opportunities to improve workflow efficiency.
• Deliver tailored, interactive training sessions that build confidence and prompt meaningful adoption.
• Create personalized adoption plans that build on the foundation laid during onboarding.

Support Long-Term Retention

• Serve as the customer’s dedicated partner in ongoing optimization and value realization.
• Monitor customer health, performance, and usage to proactively address challenges.
• Facilitate value-driven conversations that highlight wins and surface new opportunities.
• Build strong relationships across user groups, management, and leadership teams.

Bridge Insights Back to the Team

• Capture insights from on-site visits to help Sales/CSMs, Product, and Support teams understand customer needs.
• Identify patterns in adoption challenges and collaborate on solutions that improve the overall experience.
• Help build playbooks, guides, and resources that simplify adoption for all customers.

Work Seamlessly with the Sales Team

• Partner closely with Sales/CSMs to ensure a smooth transition from onboarding to long-term adoption.
• Provide feedback to CSMs on customer performance post-onboarding to close the loop.
• Support expansion conversations in partnership with Sales/CSMs when appropriate.
• Act as the internal expert for deeper workflow optimization beyond early training.

• 5+ years of hands-on conveyancing experience, with a strong understanding of end-to-end workflows.
• Experience working with two or more conveyancing platforms, giving you the ability to compare, adapt, and recommend best practices.
• Comfortable adopting new technology quickly and translating it into practical, real-world use.
• Proven experience training, mentoring, or supporting other conveyancers, formally or informally.
• Strong communication and relationship-building skills, with the ability to confidently engage stakeholders at all levels.
• A natural problem-solver who can quickly identify challenges and develop clear, actionable solutions.
• Confident facilitating training sessions, coaching users, and supporting change in real operational environments.
• Willingness to travel and spend time on-site, engaging deeply with customer teams and their day-to-day operations

Must reside in British Columbia to be considered for the role.

$65K-$70K annually + bonuses

We offer a competitive benefits package.